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2025 CX Trends Report for Asia-Pacific

Download our report to learn about the trends reshaping CX!

 
Schedule a Demo

2025 CX Trends Report for Asia-Pacific

Download our report to learn about the trends reshaping CX!

APAC

How McDonald’s Australia Transformed Feedback Into Fuel for Growth

A Real-Time Look at Service Recovery, Sales Uplift & Smart CX Ops

McDonald’s Australia tackled one of the toughest CX challenges at scale: inconsistent feedback resolution. In a recent episode of the XI Café Podcast, McDonald’s Michael Dominish joined our host to break down how they radically reimagined their customer feedback loop. The result? A 96% improvement in response times, stronger franchise alignment, and service recovery efforts that actually boost customer spend.

Michael Dominish

Let’s dig into what made this transformation work—and how you can borrow the blueprint.

The Challenge: A Thousand Restaurants, A Thousand Resolutions

McDonald’s operates on a predominantly franchise model. That’s great for scale—but not so great when every customer complaint gets routed back to individual restaurants for follow-up. Think: missing McNuggets, cold fries, or poor service.

The result? No consistent resolution workflow, no centralised oversight, and no clear link between customer experience and revenue.

Most importantly, there was no scalable way to act fast when it mattered most.

The Pivot: Centralising Service Without Losing the Human Touch

Michael’s team had a head start. McDonald’s was already using InMoment to run post-visit satisfaction surveys, complete with “contact me” checkboxes.

So, they did something clever: they integrated their CRM with InMoment to build a single view of the customer—tying together survey feedback and service inquiries in one intelligent workflow.

The impact was immediate. They gained real-time visibility into who was handling each issue, established a single source of truth across franchisees and customer support teams, and avoided the need for retraining by building on a platform the team already knew. The result was fewer silos, faster resolution, and feedback loops that actually worked.

In short: fewer silos, faster service, and smarter feedback loops.

The Results: Resolution That Drives Retention—and Revenue

This wasn’t just a “nice to have,” it drove real, measurable impact. Case resolution times dropped by 96%, while the introduction of digital vouchers not only smoothed over negative experiences but actually encouraged customers to spend more on their return visits. What’s more, the process freed up time for busy restaurant managers, making follow-up fast, easy, and consistent.

Interestingly, customers who received digital vouchers often spent more when they returned—turning service recovery into a measurable revenue driver.

McDonald’s proved that when you close the loop quickly and thoughtfully, service recovery becomes a sales engine.

From Score-Watching to Signal-Hunting: Smarter Metrics

McDonald’s moved beyond “top box” CSAT metrics. Instead, they introduced Complaints Per Million Guest Counts (CPM)—a more nuanced, normalised way to compare performance across locations.

Better yet, they surfaced this data via InMoment dashboards, empowering restaurant leaders to see how they stack up—and where to focus. The result?

  • 11% uptick in InMoment platform logins.
  • Data-driven action plans built from actual complaints—not just survey scores.

Selling It to Franchisees: Show Me the Money

Franchisees need more than a good experience—they need to see a clear business case.

When you can show that better CX reduces overhead and increases visit frequency, adoption becomes a no-brainer:

  • Lead with customer impact and service ROI.
  • Quantify time saved per manager per month.
  • Attach a dollar figure to smarter resolution.

When you can show that better CX reduces overhead and increases visit frequency, adoption becomes a no-brainer.

Advice for CX Leaders: Start with the Tech, Then Tell the Story

Michael’s two-part playbook for anyone tackling a similar challenge:

“Have the tech conversations early—before you need them. And once it’s live, over-communicate the results. Celebrate the wins, own the hiccups, and keep everyone on the journey.”

Whether you’re supporting hundreds of locations or just one complex customer journey, centralising feedback and activating insights at scale is how you turn complaints into competitive advantage.

The InMoment Advantage

McDonald’s success didn’t come from adding more tools. It came from connecting the signals they already had, unlocking powerful insights across feedback types—from structured surveys to real-time support cases.

That’s what Integrated CX looks like in action:

  • Strongest Signals (visit surveys + contact tickets)
  • Richest Insights (CPM + spend behaviours)
  • Smartest Actions (faster closure, higher retention)

Looking to reduce cost-to-serve while increasing loyalty and revenue? This is your model. Let’s get you started.

Missed the episode? Catch the full interview

Listen on Apple | Spotify | YouTube

Betty's Burgers

How Betty’s Burgers Transformed Customer Feedback Into Online Reputation Growth

Betty's Burgers
4.51 average star rating
4,534% increase in reviews
88% positive reviews

Betty’s Burgers, a beloved Australian burger shack, began in Noosa in 2014, offering a signature dining experience inspired by the laid-back beach lifestyle of its birthplace. At the core of its brand promise stands providing customers with exceptional quality and outstanding service every single time.

Today, the Betty’s franchise consists of 67 locations. Every dining experience is designed to be a memorable one, and to achieve this customer experience excellence, the brand has implemented the InMoment Reputation Management solution to enhance its online presence, outperform competitors, and identify actionable insights to continuously improve the customer experience.

Highlights

  • Monitoring and responding to reviews has helped the brand maintain a strong reputation with a 4.51-star rating and 88% positive reviews
  • Proactively addressing negative reviews has boosted retention and driven growth
  • Leveraging competitor analysis with actionable insights has secured Betty’s a leadership position in the market

Scaling Excellence Across Locations

Betty’s rapid growth—from 14 locations in 2018 to 67 in 2024—presented a significant challenge: maintaining a consistent and exceptional customer experience across all restaurants. Ensuring every diner felt valued, no matter which location they visited, became a top priority for the brand. In addition to this, maintaining consistency across Google Business Locations was critical—from consistent location information to brand voice in review responses.

To meet this challenge, Betty’s Burgers turned to reputation management software that can streamline their operations, while surfacing actionable insights to ensure consistency in delivering their signature experiences.

Listen and Acting on Customer Feedback Is Key to Growth

Leveraging InMoment to monitor ratings and reviews across different review sites gave Betty’s a holistic view of their online brand and centralised their efforts. The customer relations team made responding to every review a daily practice, ensuring customers felt heard. All reviews are displayed on one dashboard, simplifying reputation management and cross-functional collaboration.

Negative feedback wasn’t just addressed but analysed to uncover trends and insights, driving further action to improve the customer experience. For example, if cold fries became an issue at one location, the team tracked fry-related reviews analyzing review data from all 67 locations. This allowed them to act fast and fix the issue on a broader scale before it impacted customer loyalty.

The brand harnessed reports to boost accountability among store owners. Locations receive immediate, weekly, and monthly review alerts to ensure feedback gets addressed promptly. Competitor tracking added another layer of insight, keeping Betty’s ahead of the curve. By sharing performance metrics, individual restaurants understood their strengths and areas for improvement.

Transforming Feedback Into Loyalty

Accountability grew across locations, and Betty’s positive reviews started to climb. Today 88% of all reviews across all locations and sources like Google, Facebook, and Uber Eats are positive. By understanding the customer sentiment, each location was able to quickly make improvements and deliver better experiences, which translated into a stellar 4.51-star rating since partnering with InMoment in 2018.

The brand also turned dissatisfied customers into loyal advocates. When a customer left a negative review, the team reached out to understand what went wrong and offered thoughtful gestures like gift cards or free burgers. And it worked. Customers came back—and with loyalty.

Through competitor analysis, Betty’s Burgers gained a clear understanding of where they stood in the market, enabling them to refine their strategies and secure a leadership position in the highly competitive Australian dining landscape

Drive Loyalty and Growth With InMoment

For brands wondering how they can leverage reviews to drive loyalty and growth, Betty’s offers some advice: use insights to understand where you’re strong and where you’re slipping. And if you’re serious about improving, respond to every piece of feedback. When customers know you’re listening, they come back. And that’s how you turn reviews into an investment in brand loyalty.

Betty’s Burgers proves that you don’t need to make massive changes to see big results. You just need to keep your customers’ voices at the heart of every decision.

Schedule a demo with our reputation management expert team today and discover how InMoment can help your brand drive business impact with the power of reputation management.

Specsavers logo

Visionary CX: Specsavers’ Journey From Traditional to Transformational CX

+50% Feedback Volume
+100% Google and Trustpilot reviews
Increased MoM Net Promoter Scores (NPS)

Specsavers isn’t just the biggest privately-owned optical retailer on the planet, with 2,700 stores across 11 countries and 45 million customers—they’re on a mission to change lives by helping people see and hear better. But by 2022, things were shifting. How consumers bought had evolved, and those outdated surveys? Not cutting it anymore. With response rates dropping and a growing need for deeper customer insights, Specsavers knew it was time to level up their CX game and take the brand to the next phase of growth.

CHALLENGE: Surveys Are Just Not Enough

Specsavers had been relying on transactional surveys for years, and for a while, they worked. But then COVID-19 hit, and customer journeys changed fast. Suddenly, surveys alone weren’t enough. Feedback started dropping off, leaving Specsavers with a blurry picture of what customers actually wanted. Without clear insights, it became harder to set priorities. The CX program stalled, and it was clear that something had to change.

Enter InMoment. Specsavers picked InMoment for more than just great tech—it was the partnership that sealed the deal. InMoment took the time to really get Specsavers’ business and worked hand-in-hand with their team. Together, they built a CX program that went beyond basic surveys. They designed a journey-based listening system that captured feedback at key moments across the customer experience.

Before: Transactional CX Program

After: Integrated CX Program

ACTION: Expanding the Listening Program

Specsavers didn’t just stop at post-purchase surveys—they built a comprehensive system that tracks customer feedback across every touchpoint. Whether through Google reviews, SMS, images, or even video submissions, they now have a 360-degree view of the customer journey, both online and in-store. InMoment’s Active Listening tool leveled up their surveys, pulling richer insights from customer comments. To manage online reputation, Specsavers integrated ReviewTrackers, keeping an eye on Google and Trustpilot feedback and responding in real time. But collecting feedback was just the beginning. The real challenge? Turning that mountain of data into actionable insights.

From Insights to Action

With a flood of new data, Specsavers turned to InMoment’s Spotlight tool to make sense of it all. This powerful analytics solution helped them dive deep into unstructured data, revealing not only what customers were saying but also the intent and effort behind their feedback. By using Touchpoint Impact Mapping, Specsavers gained a clear understanding of how each interaction influenced the overall customer experience, allowing them to identify the most critical moments that shaped customer satisfaction. Meanwhile, True Driver Analysis uncovered the root causes behind both positive and negative experiences, guiding the team to focus on the highest-impact improvements.

For store managers, these insights were a breakthrough. They now use real-time customer feedback to adjust and enhance the experience on a store-by-store basis. Meanwhile, the support office leverages the same data to drive larger, national-level improvements. The Moments app keeps teams in the field connected to real-time customer sentiment, while an advocacy board at the support office ensures that customer feedback remains a top priority across the business.

Engaging the Frontline Team

Specsavers’ success didn’t just come from gathering data—it came from engaging their frontline teams in the process. With InMoment’s help, they identified the true drivers of customer experience, leading to the development of “The Specsavers Way,” a customer- focused framework that is now baked into training, onboarding, and recognition programs.

Frontline teams stay motivated through quarterly magazines, monthly awards for outstanding service, and events like Customer Service Week, which celebrates the importance of delivering exceptional experiences. Customer feedback is showcased throughout the business, reinforcing how every employee plays a role in improving the customer journey.

RESULTS: CX Fuels Business Growth

Since launching their integrated CX program, Specsavers has seen incredible results. Survey volumes have skyrocketed by 50%, and Google and Trustpilot reviews have doubled. Even more impressive, sentiment and Net Promoter Scores (NPS) continue to climb month after month. The connection between Specsavers’ CX strategy and business performance is undeniable, allowing them to fulfill their mission of improving lives through better sight and hearing.

But Specsavers is far from done. With InMoment as their partner, they’re ready to push the boundaries of customer experience even further, driving growth and making an even bigger impact.

Is Your Business Ready to Act?

So, what’s stopping your business from making customer experience its greatest asset? If you’re ready to move beyond surveys to capture customer feedback at every stage of the journey and transform that data into real action, InMoment’s integrated CX could be the answer. To discover how much your business can grow with the right tools in place, schedule a demo today!

Solotel

How This Hospitality Brand Mastered Online Reputation Management

129% increase in review volume
+45% increase in response rates since implementation
Data to back up strategic business decisions

In the bustling hospitality landscape of Sydney and Brisbane, where venues vie for attention and patronage, keeping a first class online reputation is not just a luxury but a necessity. Solotel Group, a prominent player in the hospitality industry with 26 distinct venues, recognised how important this is and embarked on a transformative journey utilising InMoment’s online reputation management platform to revolutionise their customer feedback processes to revolutionise their customer feedback processes.

The Quest for Social Proof

Solotel Group understands that in an era dominated by digital interactions, customer reviews have an unparalleled influence. In fact, reviews serve as the modern-day embodiment of social proof, shaping perceptions and driving consumer behaviour.

Put simply—when you launch a new venue, you need to have enough online social proof to inspire patrons with confidence that they’ll have a good experience. For the “early adopter group,” of patrons, online reviews are critical for inspiring confidence. InMoment’s online reputation management platform emerged as Solotel Group’s ally in achieving this goal.

Reputation Management Microsurvey
Reputation Management Microsurvey

Utilising microsurveys is another way Solotel Group found success capturing reviews. There might be a group of people who want to give feedback, but don’t want to give it publicly. By implementing a 2-3 minute microsurvey after every booking, this lowered the barrier and reduced the friction of providing feedback. This is what makes Solotel’s program stand out—they didn’t just ask for reviews, they asked for feedback first, and then asked for reviews as a follow up. The result? More than 129% uplift in response volumes over twelve months!

Integrating CX into the Heart of Operations

Solotel’s approach to integrating reputation management into their existing business processes was both strategic and customer-centric. In most cases, managing online reviews falls into the lap of marketing or PR teams—but Solotel took a different path. They empowered their general managers (GM)—the frontline ambassadors of their venues— to respond to every single review.

Why general managers? Because, as the Solotel Group understands, customers are the voice of their business. By immersing their GMs in the feedback loop, Solotel ensured that customer insights became integral to their decision- making processes.

Here’s an example—it’s quite common for patrons to leave reviews about negative experiences with security teams— the frontline face of these venues—even though they are usually hired as third party contractors. If online reviews show a consistent problem with security, the general managers of these venues will see the problem in real time, and can address the concern directly with the contractors. Whether it’s addressing security concerns or fine-tuning service offerings, every aspect of individual venue operations is now informed by the voices of their patrons.

Driving Measurable Improvements Through Microsurveys

The impact of reputation management on Solotel’s perfor- mance is not merely anecdotal; we can actually quantify the impact. Leveraging innovative features like microsurveys, Solotel witnessed a significant uptick in feedback volume— from 4,138 reviews in 2021, to 9,384 in 2023—that’s a 129% increase! These microsurveys, strategically deployed after every booking, provided invaluable insights into cus- tomer sentiment, enabling Solotel to fine-tune their offer- ings and enhance customer satisfaction.

To top it off, by doubling their feedback volume, Solotel gained confidence in the authenticity and reliability of the data they collected. As the Solotel team rightly pointed out, “behavioural data is unfakeable,” and the reputation management platform enabled them to capture genuine insights that traditional surveys often miss.

Gaining a Competitive Edge

For Solotel Group, the InMoment Platform transcended its role as a mere reputation management tool; it became their compass for customer-centricity. While they didn’t engage in traditional competitor analysis, the online reputation management tool served as their eyes and ears, offering unparalleled insights into customer preferences and pain points. Armed with this knowledge, Solotel remained agile and responsive, always staying one step ahead in the competitive hospitality landscape.

Measuring ROI Beyond Numbers

Whilst quantifying ROI in the brick-and-mortar realm can be challenging, Solotel now has data to back up its strategic business decisions—and the business can point to the volume of reviews as a tangible metric of success. By harnessing the reputation management platform to amplify their online presence and foster customer engagement, Solotel not only enhanced their brand reputation but also solidified their position as industry leaders.

Empowering Future Success

With artificial intelligence (AI) taking every industry by storm, we know it’s the businesses that spend the time to automate processes that will thrive in the next wave. To this end, Solotel reflects on its journey with InMoment that has empowered the business to embed customer-centric practices into the core of operations.

This could have only been done with active involvement from the operations team.

Solotel Group’s partnership with InMoment exemplifies the transformative power of embracing customer feedback and leveraging cutting-edge technology to drive business success. As the hospitality industry continues to evolve, Solotel stands as an example of innovation and customer- centricity—a testament to the profound impact of InMoment’s reputation management platform in shaping the future of online reviews.

Beloved Australian Brand Increases Location Foot Traffic by 92% in Less Than a Year

Making frozen yogurt with chocolate chips and sprinkles at the buffet

Yo-Chi is one of Australia’s favorite frozen yogurt and açai brands, known for its self-serve model and feel-good vibe. With clever marketing that’s struck a chord with fans, they’ve seen their popularity soar—including viral campaigns and reputation management that have put their brand in front of new customers. 

In a very short time, they’ve grown from 25 to 37 locations, and to support this growth, Yo-Chi turned to InMoment to streamline review management and strengthen its online reputation. Today, Yo-Chi maintains a positive, above-industry-average reputation, and has increased online visibility in crowded markets, as well as foot traffic to their locations—all while creating a seamless feedback loop to maintain customer loyalty and satisfaction.

Highlights:

  • Increased location traffic through a 92% rise in Google Maps navigation clicks, driving customer acquisition.
  • Improved brand visibility in search, reflected in 123% more impressions on their Google Profile.
  • Optimised location performance, supported by a boost in their reputation management metrics and actionable insights from reviews.

With Growth Comes the Challenge to Scale Efforts Across Locations

As Yo-Chi grew from 25 to 37 locations, maintaining consistent customer engagement and managing reviews across all locations and review sites became challenging. The team was responding to reviews manually and struggled to keep up with the volume of reviews, resulting in a low review response rate. 

Without a unified view of their brand reputation, the team found it difficult to measure the impact of their efforts and the customer sentiment. Insights from reviews would help identify opportunities to improve experiences and highlight areas for additional staff training, overall leading to more positive reviews and increased reputation.

Recognising the importance of SEO and “near me” search queries, Yo-Chi sought to implement a local listings management solution to ensure business information is up-to-date and accurate across all 37 locations, improving discoverability and driving more foot traffic locally.

Elevating Search Visibility and Location Performance

Yo-Chi adopted InMoment’s Reputation Management solution to streamline and automate their review management processes. Using smart response templates, the team automated responses to positive reviews while personally addressing negative feedback to resolve customer concerns and strengthen loyalty. Additionally, to save time and effort, the brand uses Artificial Intelligence to generate personalised, on-brand responses directly in the platform and close the loop with customer feedback. This strategy drove a 1329% increase in response rates while cutting response times by 87% in under a year.

“When you have a lot of locations it takes a lot of time to respond to reviews but AI has improved the response process. We have added fun prompts to get that happy Yo-Chi feeling, and it’s doing it! You click a button and it gives you a response that’s really fun.”

-Emilie, Customer Experience Leader at Yo-Chi

To boost search visibility, the brand uses InMoment’s Local Listings feature, ensuring their business information remains accurate and consistent across all 37 locations. By centralising listing management, the brand now monitors and optimizes local listing performance across major directories with ease. With the auto-sync functionality, their directories are scanned multiple times a day and inconsistencies are fixed automatically, saving the team countless hours while keeping listings up-to-date.

Integrating listings and review management into a single platform allows Yo-Chi to monitor and track key reputation management KPIs and drive improvements. With insights from Google Maps and InMoment’s proprietary Performance Score—which benchmarks revenue-driving metrics by industry—they can identify actionable opportunities to improve individual location performance. This holistic approach has enabled Yo-Chi to refine their strategy, elevate brand visibility, and attract more customers to their locations.

Harvesting the ROI of Reputation Management

Yo-Chi’s investment in InMoment’s Reputation Management solution has driven measurable growth in customer acquisition and brand visibility. In under a year, the brand has seen a significant increase in Google Profile impressions and clicks to navigation – a 123% and 92% boost respectively – indicating more customers are discovering their Google Profile and visiting their locations.

“The platform is so easy to use and the amount of information that you can extract to drive improvements (and the different ways to do it) is amazing”

–Emilie, Customer Experience Leader at Yo-Chi 

The brand’s location performance score has risen by 74%, indicating notable improvements in each location’s reputation and search performance. This is no surprise when we examine the underlying metrics. 

A 303% increase in review volume not only strengthened their online reputation but also provided a steady influx of customer insights to refine the customer experience. Yo-Chi maintains an above-industry average 4.6-star rating with 91% positive reviews. Their review-response strategy has also delivered remarkable results—the brand has increased the review response rate by an impressive 1250% and reduced response times by 86%!

Centralising review and listing management through InMoment’s Reputation Management solution has allowed Yo-Chi to harvest the ROI of Reputation Management – increased search visibility and location visits – bringing new customers to the door.

Drive More Revenue and Sales With InMoment

Yo-Chi’s success demonstrates how reputation management can elevate brand visibility, attract new customers, and optimise location performance. With capabilities like local listings, advanced review management, and robust ROI tracking, InMoment delivers measurable results that fuel revenue growth.

Ready to attract new customers and amplify your reputation management ROI? Book a reputation management demo today and discover how InMoment can transform your business success!

Milwaukee Tool

Empowering the B2B Value Chain: Elevating Experiences with Milwaukee Tool’s Voice of Distribution Partner Program

Milwaukee Tool, a powerhouse in the professional tool industry, knows that solid relationships are key to their success. Their primary customers are tradespeople, and their distribution strategy reflects this, focusing on where these professionals shop. With over 450 new SKUs launched annually and a large, complex network of distribution partners across Australia and New Zealand, Milwaukee Tool was facing significant challenges. These ranged from conflicting business priorities to disparate partners, each with unique needs.

But what truly set Milwaukee Tool apart was their decision to lean into understanding these distribution partners on a deeper level. They recognised that in B2B, relationships are emotional and critical. Their question was simple: Do our partners like working with us? How can we ensure we are providing value?

To address these questions, Milwaukee Tool launched their Voice of the Distribution Partner Program. The goal was to bridge gaps, surface operational pain points, and most importantly, gain a common understanding of the health of their partnerships.

The Roadmap to Success

Milwaukee Tool’s approach was built on a thoughtful and structured foundation to ensure every step aligned with the overarching business goals:

  • Internal Stakeholder Consultation: To kick off the project, Milwaukee Tool began by engaging key internal stakeholders from various departments— sales, logistics, and marketing—to ensure everyone was aligned with the objectives of the program. This cross-functional collaboration was important for gaining broad support and understanding the unique challenges and opportunities across each department.
  • Qualitative Interviews: The CX team conducted in-depth, one-on-one interviews with distribution partners to capture nuanced insights. These interviews revealed specific pain points, unmet needs, and opportunities for improvement that could not be surfaced through quantitative data alone. The personal nature of these conversations also helped strengthen relationships and build trust.
  • Comms Plan Development: Next, Milwaukee Tool created a comprehensive communications plan that kept all stakeholders informed and engaged throughout the process. This plan was designed to reinforce transparency with both internal teams and distribution partners, underscoring a “you said, we did” approach to demonstrate the company’s commitment to acting on feedback.
  • Survey Deployment: Once the qualitative insights were gathered, Milwaukee Tool developed a detailed survey to quantify key issues across their distribution network. This allowed them to measure sentiment, satisfaction levels, and performance metrics, which provided a clear, data-backed understanding of partner needs.
  • Buy-in from Distribution Partners: Engaging partners was critical for obtaining honest, actionable feedback. Milwaukee Tool worked to secure active participation from their key distribution partners by showing how their input would directly impact business outcomes, fostering a sense of shared ownership in the program.
  • Close the Loop: Finally, Milwaukee Tool ensured the program wasn’t just about collecting data—they closed the loop by following up on the insights gathered. This meant acting on the feedback, implementing changes, and communicating back to their partners what actions were taken as a result of their input. This step reinforced the value of the program and set up the relationship to include ongoing partner engagement.

Identifying Stronger Signals

Milwaukee Tool’s internal understanding of their partners’ pain points provided a strong starting point. But to validate and prioritise these issues, they needed real data. Qualitative interviews formed the backbone of their approach, allowing the team to design a high-quality survey that addressed what truly mattered to their partners. This led to the creation of Retailer Personas—from store managers to sales staff—giving Milwaukee Tool a nuanced understanding of their network.

Discovering Richer Insights with Driver Analysis

To avoid spreading resources too thin, Milwaukee Tool used driver analysis. This technique helped them pinpoint which pain points were not only widespread but also deeply impactful. For example, by analysing the data, they discovered that promoter stores— those highly satisfied with Milwaukee—sold 220% more products than detractor stores. This insight helped Milwaukee Tool link advocacy directly to revenue, which provided a compelling business case for investing in these partnerships.

One key insight emerged from these interviews: New Zealand retailers were significantly less satisfied with delivery experiences compared to their Australian counterparts. Milwaukee Tool responded by changing delivery partners for New Zealand, directly addressing this issue. This ability to identify and act on specific pain points strengthened their partner relationships and improved overall satisfaction.

Taking Smarter Actions by Embedding the Voice of Customer in Sales Strategy

Milwaukee Tool didn’t stop at gathering insights. They integrated Voice of Customer data directly into their sales strategy. Their National Accounts team began using these insights to build trust with distribution partners and create shared goals—after all, that’s the ultimate goal: deliver value to the distribution partner and deliver premium experiences. This transparency allowed for honest conversations about how Milwaukee could add value and co-create long-term plans.

One example stands out: Qualitative research revealed disparate levels of engagement in selling Milwaukee products across a retailer store network due to differences in KPIs across the stores. Milwaukee’s sales team took the findings from the qualitative interviews and worked with the retailer to align KPIs across the retailer network. The result? Sales at that retailer increased by 30% year-on-year, proving the power of actionable insights.

VoDP Success Factors

Milwaukee Tool’s program stood out due to a handful of important success factors that contributed to its lasting impact and effectiveness:

One of the key elements was the Customer Council, where Milwaukee Tool co-presented solutions with internal stakeholders. By involving these decision-makers from the beginning and collaborating with them on how to address partner feedback, the company secured buy-in from senior leadership. This ensured that the program wasn’t just an isolated initiative but something embraced at the highest levels of the business, which paved the way for stronger internal support and long-term commitment.

Another important component was their tailored communication strategy, centered on a “you said, we did” approach. This allowed Milwaukee Tool to consistently keep distribution partners informed about the changes being made based on their feedback. By regularly sharing these updates, they maintained engagement and demonstrated that the partners’ voices were being heard, which helped build trust and strengthened the overall partnership.

Lastly, linking advocacy to revenue became a crucial factor in justifying the program’s continued investment. Milwaukee Tool was able to quantify the financial benefits of advocacy, showing how improved partner relationships directly contributed to revenue growth. This ability to connect partner satisfaction and business outcomes provided a compelling business case for maintaining and expanding their Voice of Customer program, proving that happy, engaged partners lead to tangible financial success.

Milwaukee Tool’s journey highlights the importance of using actionable insights to improve B2B relationships. Their Voice of the Distribution Partner Program didn’t just measure customer satisfaction—it drove real business outcomes.

Key Takeaways from Milwaukee Tool

  • DRIVER ANALYSIS CUTS THROUGH THE NOISE: Milwaukee Tool’s ability to prioritise issues based on their impact was crucial in creating meaningful change.
  • ADVOCACY DRIVES REVENUE: Linking customer satisfaction directly to financial outcomes turned insights into business-critical decisions.
  • CX EMBEDDED IN SALES STRATEGY: The integration of customer feedback into Milwaukee Tool’s sales process allowed them to build deeper, long-lasting relationships with their partners.

Is your organisation using insights to strengthen partnerships and drive revenue? What steps can you take today to leverage customer feedback for growth?

If you’re ready to elevate your customer experience and drive real results like Milwaukee Tool, now is the time to take action. At InMoment, we don’t just gather feedback—we help you make sense of it, prioritise what matters most, and deliver measurable outcomes for your business. With advanced tools for driver analysis, actionable insights, and a holistic view of your customer journey, we empower businesses to turn customer feedback into a competitive advantage.

Whether you’re trying to deepen B2B relationships, align cross-functional teams, or connect feedback to revenue, InMoment’s platform is designed to get you there faster and smarter—let us help you create experiences that drive your business forward.

Transforming Telco: Leveraging Conversational Intelligence to Deliver Exceptional Customer Experiences

A man on his phone as part of the end-to-end customer experience
20% improvement in call handling times
25% jump in first-call resolution rates
15% increase in customer satisfaction

In the dynamic world of telecommunications, staying ahead requires more than just keeping customers connected. One of Australia’s leading telcos recognised this need and took on a contact centre transformation using advanced AI at the forefront, partnering with InMoment to transform their contact centre operations, leveraging advanced AI and NLP for deeper insights and actionable intelligence.

This telco was able to leverage the power of Natural Language Understanding (NLU) over traditional Large Language Models (LLMs), creating a robust and fit-for-purpose CX program with a focus on solving real business challenges such as:

  • Surveys only providing surface-level insights
  • Lack of action-focused data or clear next steps for the company
  • No “why” behind customer feedback

Partnering with InMoment allowed this company to realise important customer experience insights that supercharged business growth. Some of the highlights include:

  1. Advanced AI Integration: The telco used InMoment’s advanced AI and NLP technology to move beyond surface-level insights, uncovering the “why” behind customer feedback and enabling more targeted and effective actions.
  2. Significant Operational Improvements: The transformation led to measurable results, including a 20% reduction in call handling times, a 25% increase in first-call resolution rates, and a 15% boost in customer satisfaction.
  3. Strategic Shift in Feedback Management: The telco redefined its approach to customer feedback and quality assurance, turning data into actionable intelligence that drove continuous improvement and set a new standard in the telecommunications industry.

Navigating the AI Landscape: Understanding LLM vs. NLP

For the contact centre leader, the distinction between LLM and NLP was critical. While LLMs offer broad thematic analysis, they often fall short in delivering the nuanced insights required for actionable improvements. This telco needed a solution that could move beyond surface-level themes to truly understand and address customer concerns. Ultimately, the goal was to uncover the ‘why’ behind the feedback. 

Transforming Contact Centre Operations with Advanced AI

The telco was at a crossroads, with traditional customer feedback methods falling short of delivering the nuanced insights needed for true improvement. The team recognised that merely scratching the surface wasn’t enough—they needed a revolutionary approach.

The transformation began with a deep dive into comprehensive call centre analytics. This provided a 360-degree view of every customer interaction. It wasn’t just about numbers on a dashboard—it was about seeing the whole picture integrating call centre KPIs, customer, and agent experience analysis into one single place of truth. The analytics revealed patterns and pain points that had previously gone unnoticed, allowing the team to pinpoint areas that were ready for immediate improvement.

Next came the integration of Conversational AI, unlocking deeper insights than ever before. Imagine being able to understand not just what your customers are saying, but how they feel and what they truly mean—breaking down the conversation between agent and customer using natural language understanding and custom text analytics models, unique to this business. 

In real time, the telco could analyse the sentiment and intent behind each conversation, paving the way for immediate issue resolution and a proactive approach to customer service. It was like having a sixth sense for customer satisfaction, understanding why customers are really calling to solve the root cause of issues and reducing cost in the call centre channel.

Custom And Layered Feedback Solutions Supercharge the Business

But the transformation didn’t stop there. The business implemented tailored customer feedback solutions, finely tuned to the telco’s unique needs. No more one-size-fits-all surveys that missed the mark. Now, feedback collection was optimised for maximum response rates and accuracy, making sure that every voice is heard and every concern is addressed.

In addition to customising feedback methods, the telco revamped its Quality Assurance (QA) criteria and analysis processes. In the past, QA was often reactive, focusing on compliance and basic metrics. Now, the new approach integrated more sophisticated criteria that emphasises customer sentiment, the resolution’s effectiveness, and the overall interaction quality.

By analysing feedback alongside QA data, the telco could identify not just procedural errors but also areas where customer expectations weren’t fully met. This shift allowed for more targeted coaching of contact centre agents, improving both their performance and the customer experience. QA became a strategic tool, offering insights into trends and recurring issues that could be addressed proactively, rather than just evaluating individual interactions in isolation.

The combination of tailored feedback solutions and enhanced QA criteria created a powerful feedback loop. This loop continually informed the telco’s approach, ensuring that every interaction was a learning opportunity and that the customer experience was constantly evolving and improving.

Clear Next Steps for Business Growth with InMoment

The real magic, however, lay in the actionable intelligence sourced from advanced NLP technology. These weren’t just data points—they were insights that could drive real change. With this new understanding, the telco could implement targeted strategies to enhance customer satisfaction and loyalty. Each piece of feedback was a stepping stone towards a more refined and effective customer experience.

In just twelve months, the telco saw strong results that emphasised the power of their new approach. Call handling times dropped by an impressive 20%, significantly reducing the time customers spend waiting for resolutions and enhancing overall efficiency. First-call resolution rates jumped by 25%, meaning more customers have their issues resolved on the first interaction, leading to higher customer satisfaction and lower service centre operational costs. This improvement is a direct result of better understanding and addressing customer needs in real time.

Finally, customer satisfaction reached new heights with a 15% increase. This boost reflects the customers’ appreciation for the swift, effective responses and the personalised attention they receive. The telco’s journey isn’t just about adopting new technology; it’s about fundamentally rethinking how they approach customer feedback. By transforming raw data into actionable insights, they turn feedback into impactful actions that drive meaningful change. This comprehensive strategy not only enhances customer experiences but also builds stronger, more loyal customer relationships, setting a new standard in the telecommunications industry.

Looking Ahead: Continuous Improvement with InMoment

This telco’s journey with InMoment is far from over. The partnership continues to evolve, with ongoing innovations and improvements. Up next, the telco plans to bring in even more customer listening signals to the XI Platform for a bigger picture of the customer journey.

InMoment’s advanced AI proposition has empowered this leading Australian telco to transform its contact centre operations, delivering exceptional customer experiences and driving business success. By choosing NLP over LLM, the telco has unlocked deeper insights and actionable intelligence, setting a new standard for customer feedback management in the industry.

If you’re wondering how advanced AI and conversational intelligence could transform your contact centre, please get in touch or check out a demo below to see how the InMoment Platform can fit your business’ unique needs. 

St. Luke's

St. Luke’s Medical Center + InMoment: Revolutionising the Patient Experience Through Real-Time Care

St. Luke's Medical Centers + InMoment: image of female doctor greeting woman in a clinical setting
40,000 points of feedback received across 14 months
100% of patient issues resolved in real time
80.04% reduction in global city service recovery over 2 years

Recognising the need for real-time feedback and immediate action, St. Luke’s partnered with InMoment to streamline their approach to addressing patient concerns and enhancing overall experiences within. The results? More than 40,000 responses received last year, and a patient satisfaction score of 8.4!

Through partnership with InMoment, St. Luke’s was able to:

  • Super-charge their real-time, comprehensive, and intelligent surveys
  • Use a feedback-to-action loop, allowing the Patient Experience team to respond to feedback within two hours 
  • Link patient experience to return on investment (ROI)

Challenge: Medical Care Challenges Across South East Asia

Before teaming up with InMoment, St Luke’s relied on a third-party surveyor for gathering patient feedback. While the data and responses were satisfactory, the delay in receiving reports meant that the hospital couldn’t address concerns as quickly as they needed to. By the time reports arrived, the responses were already outdated and patients were no longer being treated, resulting in real missed opportunities for improving patient care.

Solution: St. Luke’s Teams Up With InMoment

InMoment’s XI Platform reset St Luke’s approach to patient experience. Together, we came up with two solutions to resolve the problem of delayed feedback: 1) Real-time complaints reception through the case management tool, and 2) A comprehensive dashboard updated in real-time for immediate insights. Patients can now voice their concerns through various channels such as calls, emails, or even scanning QR codes, which empowers to leave feedback in real time, and more importantly, it gives St Luke’s the ability to respond. 

Upon receipt of a complaint, an email alert triggers a response from St Luke’s dedicated patient navigators. These trained professionals quickly address patient concerns, making sure that issues are resolved in a timely and empathetic manner. St Luke’s adopted a patient-centric approach by deploying patient care navigators and relations officers to handle complaints. This personalised touch not only reassures patients but also ensures that their voices are heard and valued throughout their healthcare journey.

Impact: Immediate Patient Feedback And A Patient Satisfaction Score Of 8.4!

The transition to InMoment’s XI Platform has produced some incredible results for the medical centre. Last year the medical centre received 40,000+ responses from patients, and individually responded to every single one of them (100%) in real time. The patient satisfaction score sits at 8.4 (out of 10, underscoring the centre’s commitment to prioritising patient satisfaction and addressing concerns as quickly as possible. The turnaround time from complaint to resolution became much shorter, enhancing overall patient experience and fostering trust in the institution.

“If I could go back in time and do one thing differently at the beginning of our patient experience program, it would be partnering with InMoment sooner.”

–Dr Narciso Jr. S. Navarro, Chief Patient Experience Officer

JAX Tyres & Auto Drives Success with InMoment’s Reputation Management Technology

50% increase in productivity
15min to 15sec individual response times drop
100% of reviews are responded to within 24 hours

JAX Tyres & Auto specialises in the sales and service of tyres, wheels, brakes, suspension, vehicle servicing and quick- fitting mechanical. The company operates a network of over 92 stores in Australia, serving over 700,000 customers per year. As a challenger brand, JAX has taken on an ambitious customer-first growth strategy over the last 12 months, resulting in not one—but TWO—Best CX Transformation awards. Most recently, the business has implemented InMoment’s online reputation management software to optimise employee productivity, automate workflows, and ultimately, reduce costs across the business.

The team at JAX Tyres & Auto believes in doing things differently. They’re not your typical tyre and auto service company—in fact, they’re here to redefine the industry and offer customers a unique experience. A personalised customer experience is essential for this brand, which is why they believe in responding to every single customer review as quickly as possible.

THE CHALLENGE: Responses Sounding All the Same, Too Many Platforms, Not Enough Time

The CX mission is simple: to provide top-notch service and quality products, ensuring every customer leaves with a smile. But achieving this mission was not without its challenges.

In the tyre industry, customer reviews are like gold. JAX wanted to ensure that every review, positive or negative, received a personalised response—which makes sure customers feel heard, valued, and ultimately inspired to return.

JAX was already tracking reviews through various platforms but it was like trudging through quicksand. The manual process of responding to each review was overwhelming for the team, and because of the lag in the other platforms, sometimes the team were double handling responses. Over time, reviews started sounding the same, and they knew something had to change. At that point, the InMoment team recommended a reputation management solution as a way to address the underlying challenges.

THE SOLUTIONS: One Platform For All Review Sites

The online reputation management software platform was a game-changer for JAX. It brought efficiency within the team to close the loop with Google Reviews, social media websites, and other feedback outlets. The automation around positioning reviews and leveraging AI to generate custom review responses based on specific feedback received were just what the business needed to optimise employee productivity, and make sure every single customer review is addressed. Customised templates allowed JAX to stay at the forefront of technological advancements and respond as swiftly as possible. The team had a central repository access point to respond to all Google reviews, social media websites, and others network-wide, eliminating the need to log into each separate platform.

THE IMPACT: Quicker and Higher Quality Responses

For the JAX team, it used to take hours to respond to reviews, however now the team can deliver the same high quality, personalised reviews within minutes. With this new cutting-edge reputation management and online review technology, they are able to consistently meet a 24-hour response time, in line with JAX’s Service Level Agreement.

An individual response used to take about 5 minutes, but with the AI-powered technology, it is now down to a lightning-fast 15 seconds—all with the same personalised customer experience that sets JAX apart. The best part? Responses now have a different voice in each review, avoiding any repetition and making customers feel genuinely valued.

THE RESULTS

The business has freed up a significant amount of time, allowing the team to focus on more complex tasks and pre-purchase related journeys. This, in turn, has improved productivity, allowing employees to spend more time reducing pain points across the network, which ultimately drives consistency and success across the entire business.

JAX has also seen an increase in pre-purchase research and bookings. As the team delved into the metrics, they found that the reputation management solution has had a positive impact on retention, acquisition of new clients, cost savings, and customer loyalty.

At JAX, customer centricity is ingrained in the DNA of the entire business. All partners, franchisees and their staff partake in ongoing training programs to understand an outside-in view of the new omni-channel customer journey. The collective commitment to improving CX helps drive an unrelenting focus on the moments that matter to each customer—every day.

Honda

Driving CX Forward with Honda: The Future of CX Transformation in the Auto Industry

Using customer insights, Honda spearheaded a massive change in legacy dealership models, turning toward a brand-new customer-centric method for selling its cars.

Through the typical customer journey of buying a car—from pre-purchase, purchase to post-purchase—the full experience often didn’t bring a lot of joy to customers. Honda was determined to change that using customer feedback to fuel the transformation. Honda’s solution to changing this and adapting to an increasingly competitive market was to design an experience that was customer-centric from end to end.

Winc

Revolutionising CX through Data-Driven Insights

Winc‘s exceptional use of customer data and insights to improve CX stands out through their proactive engagement with customers, in-depth qualitative analysis, and comprehensive data-driven focus. This unique approach has driven increased customer satisfaction, revenue growth, and operational efficiency, setting them apart in delivering meaningful and personalised experiences.

Z Energy

Z Energy’s Retail Survey Refresh Leads to Plummet in Fraudulent Surveys

Z Energy (Z), a New Zealand-based retail fuel company, operating nearly 200 fuel sites launched the “Retail Survey Refresh Initiative” to improve accuracy of customer insights, adapt to market changes and meet evolving customer needs onsite

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